Returns

Q:

I want to return my purchase! What do I do?

A:

If you are not 100% satisfied with your purchase from Zappos you can return your item(s) for a full refund within 365 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)

Did you know that returning merchandise is easy and informative, not to mention, can be fun? Check out this returns video for a sneak peek into some of our custom conference rooms.

The easiest way for you to return the merchandise is to get a pre-paid label by logging in at Zappos.com

Go to the website and click on My Account in the upper right hand corner.

Log in to your account using your email address and password.

Click on the order number of the merchandise you wish to return.

Check the box to the left of the item(s) you wish to return and click on the Return Checked Item box.

Confirm that your refund will go back to your original form of payment.

Choose to have the label displayed for immediate printing, emailed if you are unable to print immediately, or mailed to you via USPS mail. Then click 'Return Item(s)' at the bottom of the page.

The next page will feature a picture of the item and a barcode.

If you do not have the original packaging, please return by placing a copy of the return confirmation with merchandise inside of a plastic bag and place inside the shipping box.

On this page is where you can view for immediate printing. To display your label, click the orange link in the middle of the page that says "Click here to view your return label."

Now just print it and tape it to your shipping box with clear packing tape. Tada!

If you would rather receive your label via email, simply let us know by email or phone. We will gladly send it to you right away. If for any reason you are unable to print out a label, we would be happy to have the label mailed out to you. Instead of choosing the option to print in the above return process, select the option to have a label mailed to you. If you select the USPS 'snail mail' option, please allow 7-10 business days for the label to arrive.

Make sure the merchandise is in its original packaging, (e.g., shoebox), and place it in a shipping box. Attach the label to the sealed box. Be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.

You may drop off your return at any authorized UPS shipping location, but please do not drop your return off at a drop box. To find the nearest authorized shipping location, please visit www.ups.com.

It may take 4-5 business days for your return to reach the Zappos Fulfillment Centers. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Zappos.com is very sorry that your gift did not work for you. Please call the Zappos Customer Loyalty Team at 1-800-927-7671 for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address. In lieu of that information, you can give them the LPN number that is on the side of the shoe box.

Any gift item being returned will be refunded to the original purchaser's method of payment; you cannot obtain a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please call the Zappos Customer Loyalty Team at 1-800-927-7671 for assistance.

To ensure availability of your desired item, please place the item into your shopping cart. If we do not have the size and color combination available, it will give you an error message.

In order to expedite the process for you, you can create your own account on Zappos.com. Please click on the "My Account" link at the top right of the website and begin the process. Otherwise, we will be more than happy to create one for you over the phone.

I am trying to look at my label to print but I just see a blank window with a red X. How can I see my label?

A:

We greatly apologize that you are unable to see your label. In order to view your new flex label, we ask that you be logged into your Zappos.com account before trying to view it. Please follow these steps and your label will appear:

We are more than happy to help you print out a new label. The easiest way for you to get another pre-paid label, is by logging in at Zappos.com.

1. Go to the website and click on My Account in the upper right hand corner. 2. Log in to your account using your email address and password. 3. Choose the order number of the merchandise you wish to return. 4. Underneath the Status and Tracking column, you will see a link that says, "Display Your Return Label" 5. Your label will appear for you to print.

It may take 4-5 business days for your return to reach the Zappos Fulfillment Centers. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device® can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly.

Try clicking on the Brands button located at the top of each page - you will be taken to a page where you can view all brands that we are currently offering. Please check back often since we add new brands on a daily basis! From the brands page you can select a brand that interests you and narrow your search based on your specific interests.

No. We do not do back orders. If an item is out of stock the Zappos Customer Loyalty Team will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

No. Currently, we have a 'virtual' catalog. In order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we do not publish a catalog that you may purchase directly from us. Plus, with all the styles that we carry, a catalog would be as big as a phone book! If there is a particular shoe or style of shoe that you are interested in, please feel free to contact us and we will be happy to help you locate it.

Yes! If an item you order from Zappos.com goes on sale on Zappos within 10 days of your original purchase, just contact us anytime during that 10 day time frame and we’ll be happy to refund the difference to your original method of payment.

Yes we do! To get in contact with one of our live chat specialists, look for the Live Help button located on the top left hand of the page, to the right of our phone number. If you are unable to see this button, it saddens us to say that we do not have a specialist available to assist via chat.

On any product page, scroll down and on the left-hand part of the screen, underneath the ‘Customer Feedback section’, you will see a button titled ‘Write a review of this product’.

Once you click on that button you will see an image of the product, a text box, a rating section, and three sections on how the product fits. Please fill in as much information as you’d like. You can also insert your name, where you live, your email address and other brands that you recommend.

*Please note: this section is designed around how a shoe fits. We are working on updating this section to be dynamic based on the product type. If the question does not pertain to your product type, please feel free to just type in your review in the text box and select the star ratings.

Then, click on the orange ‘Submit your Review’ button.

Once you’ve submitted your review, it may take up to 48 hours for it to appear on the site.

I tried to check out and the item in my shopping cart disappeared, what happened?

A:

We are sorry that you were not able to complete your order. The selection on Zappos.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

My email address has changed. How do I update this information to my current account?

A:

You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:

Visit the website and click on "My Account" in the upper right-hand corner of the page.

Log in to your account by typing your previous e-mail address and password.

Once logged in, click on "Edit Profile" towards the right-hand side of the page.

Type your new e-mail address on lines 3 and 4.

Verify your "Current password" at the bottom.

Click "Update Now."

Your e-mail will be updated.

Also, we would be happy to update your e-mail address for you over the phone. For security purposes, we ask that you call the Zappos Customer Loyalty Team at 1-800-927-7671 to confirm your account information. Upon verification, we will be glad to take care of your request immediately. Please let us know if there is anything else we can help you with.

Zappos.com is very sorry that the item that you need is out of stock. Underneath the size selection dropdown menu, there is a link that says "Don't see your size?". If you click on that link, you will see a popup that will let you add your email address to our notification list. When your size, color, and style become available you will receive an automated email sent by our system letting you know that your item is available for purchase. The notification list does not hold an item for you, and it does not obligate you to make a purchase so you are welcome to shop around while you wait. Items are available on a 'first come, first served' basis, so please make sure that you place your order quickly.

A:While we are happy to hear from our international customers, we are unable to accept VOIP(voice over internet protocol) calls at this time. We have allowed VOIP calls in the past, however, we found it limited the service we were able to provide. You may call us from any land line or cellular phone at +1 702-943-7677. We apologize for the inconvenience this may cause.

Acetate: While most items made of acetate are dry-clean only, some may be hand-washed in lukewarm water. Do not twist the fabric. Iron while the fabric is damp. Press the inside of the garment using a low-temperature setting. Use a pressing cloth when ironing the outside.

Acrylic knit: Most acrylic knit garments can be machine-washed. Read the label, and check for the proper drying option. Some knits retain their shapes best if reshaped and dried flat.

Cashmere: Check the care label before laundering cashmere. To hand-wash, use a mild detergent or shampoo. Gently squeeze the water through the garment, then rinse until the water runs clear. Do not wring or twist. Squeeze out excess water. To dry, lay flat on a towel, away from sunlight or heat.

Cotton: Cotton holds up well to home laundering. Remove the garment from the dryer promptly to reduce wrinkling. Press using spray starch for the crispness of a laundered shirt.

Cotton blend: Dry cotton-blend garments using your dryer's permanent-press or low-heat cycle, and remove immediately to reduce wrinkling. Touch up with a steam iron; starch for a professionally laundered look.

Linen: Most linen garments need to be dry-cleaned or hand-washed. Follow the instructions on the care label. To touch up or press, use a steam iron on a linen setting for a crisp look.

Nylon: Machine-wash nylon garments in warm water. Use a low-temperature setting when tumble-drying, and include a dryer sheet to reduce static electricity. Use a warm iron to press, if necessary.

Polyester: Read the label. Usually polyester items can be machine-washed (cool) and dried (low). Check the label to see if air-drying is recommended. Touch up with a cool – never hot – iron, if necessary.

Rayon: Make sure to read the care label for rayon clothing. Launder in cool water and a mild detergent. When machine-washing, use the gentle cycle and promptly remove garments after washing. When hand-washing, do not wring or twist the garment. To dry, roll the item in a towel to squeeze out excess water. Lay flat to dry. Iron when still damp and with the garment inside out to prevent the fabric from becoming shiny. Use a pressing cloth when ironing the right side of the garment. Pressing cloths can be purchased, or use something as simple as a piece of white cotton fabric.

Silk: Dry cleaning may be required. Some silks are hand- or machine-washable. Do not dry silk in a clothes dryer. Garments usually look best when professionally dry-cleaned.

Spandex: Use warm water when hand- or machine-washing items made with spandex. Line-dry or use a low temperature setting when machine-drying to preserve the elasticity of the garment.

Wool knit: Typically wool knits need to be dry-cleaned, but check the label. If hand-washable, use cool water and a detergent for fine washables. Squeeze out excess water, then reshape and dry flat.

Wool (lined): Lined garments generally look best when professionally dry-cleaned once a season. Between dry cleanings, remove surface soil with a brush or damp cloth. Refresh the item by hanging it from a padded hanger in a steamy bathroom; moisture will help garment shed wrinkles. When touching up with an iron, use steam in an up-and-down motion (rather than sliding the iron along the fabric).

Payment Information

Q:

Do you accept international credit cards?

A:

Currently Zappos.com can accept international credit cards but we can only ship to an address within the United States and its territories. Please note that the credit card must be issued and contain a logo from either Visa, Mastercard, Discover, or American Express.

On the checkout page, there will be a billing and shipping section. Please do the following:

For the billing information

Enter your street address on Address Line 1.

Enter your City, County or Province, and Postal Code on Address Line 2.

Enter your Country for the city.

Enter AA for the state.

Enter 11111 for the zip code.

For the shipping information

Please enter the correct information in the appropriate field.

Orders placed with the use of an International Credit Card may take up to 72 hours to finalize prior to shipping. We apologize for any inconvenience this may cause.

Zappos Retail, Inc. is required by law to collect sales tax on orders shipped to Arizona, California, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Pennsylvania, Tennessee, Texas, Virginia, Washington, West Virginia, and Wisconsin. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

Important Sales Tax Information

We do not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.

Colorado

Colorado HB 1193, enacted in February 2010, required online retailers to provide a detailed purchase report to customers with more than $500 of annual Colorado purchases by January 31st and to provide a summary purchase report with the total amount of each customer's annual Colorado purchases to the Colorado Department of Revenue by March 31st. This law is currently the subject of a legal challenge brought by the Direct Marketing Association and others. In the meantime, the U.S. District Court has suspended enactment of the law while the legal challenge proceeds.

Oklahoma

For Oklahoma purchasers, the tax may be reported and paid on the Oklahoma individual income tax return [Form 511] or by filing a consumer use tax return [Form 21-1]. The referenced forms and corresponding instructions are available on the Oklahoma Tax Commission website, www.tax.ok.gov.We are required to provide the notice above for Oklahoma purchases based on Oklahoma law (HB 2359) enacted in June 2010.

South Dakota

For South Dakota purchasers, the tax may be reported and paid on the South Dakota use tax form. The use tax form and corresponding instructions are available on the South Dakota Department of Revenue website. We are required to provide the notice above for South Dakota purchases based on South Dakota law (SB 146) enacted in April 2011.

Vermont

For Vermont purchasers, the tax may be reported and paid on the Vermont use tax form. The use tax form and corresponding instructions are available on the Vermont department of taxes website. We are required to provide the notice above for Vermont purchases based on Vermont law (H 436) enacted in May 2011.

Yes! Zappos.com understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.

Zappos.com Store Credit

Q:

How can I obtain the balance of my store credit?

A:

You may obtain your balance of store credit by calling our Customer Loyalty Team at 1-800-927-7671. If you have a balance, they will process a request to have the balance paid to you in the form of a check.

On 3/31/15, we officially retired store credit. After this date, we will no longer accept store credit as a form of payment. If you believe that you still have store credit on your account, please contact our Customer Loyalty Team at 1-800-927-7671, and they will process a request to have the balance paid to you in the form of a check.

On 3/31/15, we officially retired store credit. After this date, we will no longer accept store credit as a form of payment. If you believe that you still have store credit on your account, please contact our Customer Loyalty Team at 1-800-927-7671, and they will process a request to have the balance paid to you in the form of a check.

Zappos is phasing out store credit. As of November 14, 2013, we no longer offer the option to request a refund to store credit. You can request a refund to your original form of payment and we will issue the refund after the return is processed at our warehouse.

I paid for my order with store credit, why won't my return be refunded back to store credit?

A:

Zappos is phasing out store credit. As of January 5, 2015, we no longer have the ability to issue refunds to store credit. We would be happy to issue your refund in the form of a check or convert the amount owed into an e-gift card that can be used towards future purchases.

Technology

Q:

What are cookies? Do I need to enable cookies on my browser?

A:

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

You need to enable cookies on your browser to enjoy all the shopping features on Zappos.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top of the page.

When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

A:

Please double check the credit card number and expiration date on your card. Also, please be aware that Zappos.com currently accepts Visa, MasterCard, Discover, and American Express for credit card payment.

Call the Zappos Customer Loyalty Team (ZCLT):ZCLT is here for you 24 hours a day - 365 days a year.1-800-927-7671

Email the ZCLT:ZCLT looks forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible. Email the Zappos Customer Loyalty Team

We believe that if we give our customers a great shopping experience, then growth in sales will eventually come on their own. So rather than focusing on maximizing profits, we focus on maximizing the service that we provide.

We are committed to your complete satisfaction; it is our top priority. In addition to offering a wide variety of merchandise, we strive to provide you with the best service in the industry.

Unlike many other websites that have special rules and lots of fine print, Zappos.com offers free shipping on all orders placed on the website, with no minimum order sizes or special exceptions.

We believe that in order to have the best possible online shopping experience, our customers should not have to pay for domestic return shipping either. If, for whatever reason, you're not happy with your purchase just complete our easy self-service return process. Your returns back to the warehouse are absolutely free. With our 365-day return policy, there are no special catches or exceptions.

For assistance with your return or exchange, please call the Zappos Customer Loyalty Team at 1-800-927-7671.

With over 3 million items available, Zappos.com offers one of the best selections anywhere -- online or offline. We add new styles to our site on a daily basis so that our selection is always fresh and up to date.

Everything In-Stock: If you are able to place an item in your shopping cart, that means that the item is available for immediate shipment. The fulfillment rate is over 99.9% - you can feel confident that if you ordered it, you will receive it.